Care Essential
$1,200per year
Keep the lights on with updates, monitoring, and a real person to call.
- Security patches and bug-fix updates
- Backup and uptime monitoring
- Up to 4 support hours per year
- Email support
- Annual health check
Annual Care Plans
Your software, maintained.
Optional annual support for businesses that want updates, monitoring, backup checks, and a real person who knows their deployment — without hiring a developer.
Plans start at $1,200/year. Cancel renewal at any time; unused portions are refundable in the first 30 days.
Why owners keep a Care Plan
4 hrcritical response target
Annualupdates & health checks
1named technical contact
- No surprise invoice for every question
- Security patches handled before they pile up
- Backup and uptime checks on managed deployments
- A person who already knows your setup
Plans
Pick the level of help you want.
All plans include updates, bug fixes, and monitoring for deployments we manage. The difference is how much hands-on time you get.
Care Growth
$2,400per year
For growing teams that want priority help and a little room to change things.
- Everything in Care Essential
- Up to 12 support hours per year
- Priority response targets
- Quarterly health checks
- Minor changes and configuration help
- Discounted feature packages
Care Partner
$4,800per year
A maintained system and a technical partner who knows your deployment.
- Everything in Care Growth
- Up to 30 support hours per year
- Named technical contact
- Roadmap and architecture reviews
- Priority feature scheduling
- Annual disaster-recovery review
Not sure which plan fits? Tell us how many people use the system and how often you expect to need changes. We will point you to the smallest plan that makes sense.
Scope
What is covered — and what is not.
Clear boundaries keep support fast and pricing honest.
Included
- Security patches and bug fixes
- Monitoring and backup checks
- Configuration questions
- Minor workflow adjustments
- Upgrade assistance
- A named person who knows your setup
Not included
- New feature development (quoted as a feature package)
- Third-party hosting, domain, or payment processing fees
- Hardware, network, or device support
- Data entry or cleanup beyond the agreed import
- Custom integrations with third-party systems
Response targets
What happens when something breaks.
Targets apply during normal business hours. They are goals, not a guarantee, and do not cover third-party outages or customer infrastructure.
| Priority | Examples | Care Essential | Care Growth | Care Partner |
|---|---|---|---|---|
| Critical | System unavailable; data loss risk | Next business day | 4 business hours | 2 business hours |
| High | Major workflow blocked; no workaround | 2 business days | 1 business day | 4 business hours |
| Normal | Question, minor issue, or config change | 3 business days | 2 business days | 1 business day |
Response targets are for initial acknowledgment and begin when a support request is received during business hours. Resolution time depends on the issue and third-party dependencies.
How support works
Not a ticket maze.
Send the details
Email the support address with what you expected, what happened, and what you have already tried. Screenshots help.
Get a human reply
We acknowledge within the target for your priority and plan, then investigate or ask the questions needed to move.
Fix, explain, document
We resolve the issue, tell you what happened, and update the runbook when the fix changes how something works.
Support questions
The fine print, without the fine print.
Is support required?
No. Source License customers can self-support. Licensed Software includes updates while the license is active; the Care Plan adds monitoring, backup checks, and hands-on support hours.
What counts as a support hour?
Time spent investigating and resolving an issue, answering a configuration question, or making a minor adjustment. We track time in 15-minute increments and tell you before work exceeds the plan.
Can I buy more hours?
Yes. Additional hours can be purchased at the plan’s hourly rate or added through a feature package. We will quote before starting.
Do you monitor our hosting?
Care Plans include uptime and backup checks for deployments we manage. If you self-host, we can monitor what your infrastructure exposes and work with your IT provider, but we do not take responsibility for third-party infrastructure.
What is not covered?
New feature development, third-party hosting or payment fees, hardware and network support, data entry beyond the agreed import, and custom integrations are not included. Those are quoted separately.
Can I cancel?
Yes. You can cancel to prevent renewal at any time. Refunds for the unused portion are available within the first 30 days, as described in the Refund Policy.
Need a plan for multiple systems or locations? Ask for a quote.
Next step
Keep the system healthy as the business grows.
Tell us what you run today and what worries you about maintaining it. We will recommend a plan — or tell you that self-support is the better call.